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As a browser-based solution, ECHO combines call recording with quality monitoring functions and a customer relationship management (CRM) platform in an easy-to-use interface. Thanks to an open, Service Oriented Architecture (SOA) core, the solution integrates easily with other Web services-enabled platforms and applications.
For example, ECHO’s open infrastructure means it integrates seamlessly with Avaya ( News - Alert) and Cisco voice products. The solution also features unlimited scalability—it grows with contact centers, thereby optimizing their investment.
ECHO also includes built-in quality management features, such as synchronized voice and screen recordings for creating business intelligence that can be used throughout the entire contact center environment. A screen capture module compliments ECHO’s robust quality assurance and analytics modules.
ECHO was designed with contact centers in mind. Its core features and modules empower supervisors to streamline agent performance evaluations and provide customers with best-in-class service.
Each year, Customer Inter@ction Solutions editors bestow Product of the Year awards on companies that have demonstrated vision, leadership and attention to detail.
“Teleformix has demonstrated a committed to quality and excellence and the further development of the call center and CRM industry through their contributions,” Customer Inter@ction Solutions Editor-in-Chief Nadji Tehrani said in a statement.
Tracey Schelmetic, Editorial Director for Customer Inter@ctions Solutions, added: “I look forward to seeing more innovative solutions from Teleformix as the company continues to contribute to the future of call center and CRM industry technologies.”
To learn more about Teleformix’s call recorder solution, please visit the company’s TMCNet.com channel, Call Recorder.
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